Refund policy / Polisi Bayaran Balik

English — Refund policy

Effective: 22 October 2026. This policy explains refunds for StoryBook by Loominos Studio photo-print orders and purchased Credits. Read it with our Return Policy, Delivery Policy and Terms. Nothing here removes remedies available under applicable Malaysian consumer law. Personalisation does not remove rights for defective, misdescribed or incorrectly supplied goods or services.

1. When a refund may be appropriate

A refund may be due where we cannot fulfil an accepted order, a verified duplicate or excess payment has been received, cancellation is accepted before work is committed, or a product or service failure entitles you to a refund. Depending on the circumstances and your legal rights, a reprint, replacement, correction, price reduction or refund may be appropriate. We will not insist on a reprint where applicable law gives you a right to reject the goods and choose a refund. Nor will we make a statutory remedy depend on buying another item.

2. Cancellation and personalised printing

Contact us immediately if you need to cancel. An unpaid order may be cancelled where no payment or separately agreed charge is due. For a paid order, we will check whether production, materials or a third-party service has already been committed. A cancellation request is not confirmed until we acknowledge it.

We do not offer a general change-of-mind refund after personalised production has started or for correctly produced prints matching your submitted files and selections. Before production is committed, we will normally accept cancellation and refund the amount paid. If you ask to cancel after some work has been completed, we will explain any reasonable, lawful charge for actual work or non-recoverable costs before agreeing the cancellation. No charge is made merely to penalise cancellation. These voluntary cancellation conditions do not limit remedies for our failure or other legal cancellation rights.

3. Print and fulfilment problems

For damaged, defective, missing or incorrect prints, follow the reporting steps in our Return Policy. Please contact us promptly, preferably within seven calendar days of delivery or collection, to help preserve evidence. This is a recommended reporting period, not an automatic cut-off for statutory claims or a waiver of rights for a hidden defect.

Differences caused solely by screen settings, an accurately reproduced low-resolution source, a customer-selected crop or an incorrect quantity selected by you do not ordinarily establish a production defect. However, we will assess whether the supplied product actually matches its description and your agreed order. A general warning about colour or cropping does not excuse our production error.

4. Amount and shipping costs

For a full eligible cancellation or wholly defective or unfulfilled order, the refund includes the sums that must be returned by law, including applicable delivery charges. For a problem affecting only part of an order, we will explain the affected-item amount, any fair allocation of discounts and the delivery element, if any. We cover reasonable return or replacement delivery costs for a confirmed error or defect attributable to us. There is no blanket deduction of payment-processing fees from a refund owed because of our failure.

5. Payment verification and refund method

If your bank shows a debit but an FPX payment remains pending, do not pay again immediately. Send the order or top-up number, amount, payment date and transaction reference so we can reconcile it. A browser success screen is not the sole payment record. A refund is due only for funds actually received or otherwise owed; a bank's failed-payment reversal may be handled by the bank rather than by us.

We normally refund to the original payment source where supported. If a bank transfer is required, we may request the account holder name, bank name and account number through a suitable support channel. We will explain any necessary alternative. We never need your bank password, PIN or OTP. We will not substitute store Credits for a cash refund to which you are entitled without your agreement.

6. Credits, vouchers and mixed payments

Where Credits were redeemed against a refunded order, we normally restore the corresponding eligible Credits; the cash-paid portion is returned through the appropriate payment channel. Purchased Credits, promotional Credits and discount vouchers are different. A refund must not exceed the refundable value actually paid, subject to any additional entitlement imposed by law. Promotional rewards may be adjusted to reflect a cancelled or refunded transaction, with an explanation and no arbitrary forfeiture of unrelated paid balances.

If you accidentally purchase a Credit pack, contact us before using it. We will review unused paid Credits, the payment record and any legal entitlement; using Credits does not remove rights concerning a payment error or service failure. There is no general promise to cash out promotional rewards. A voucher has no standalone cash refund value unless money was paid for it or the law requires otherwise.

7. Request, review and timing

Email us with the order or top-up number, a clear explanation, payment reference and relevant photographs. We aim to acknowledge a complete request within three working days. We may need proportionate verification, but will not demand irrelevant sensitive documents or create unnecessary barriers.

Once approved and required payment details are complete, we aim to initiate the refund within seven working days. Bank or payment-provider posting can take additional time; we will provide the expected timeframe and a reference where available. These are service targets, not extensions of any shorter legal deadline. Contact us if the refund does not arrive when advised. We will give reasons if a request is declined and explain available review or complaint routes.

8. Contact and unresolved complaints

You may contact KPDN or the Tribunal for Consumer Claims Malaysia where your claim falls within its jurisdiction. You need not waive a lawful complaint or claim to obtain a refund.
Loominos Studio
SSM: 201703056580 / 002620744-D
2-1 Jalan Maju 9, Kuchai Entrepreneurs Park, 58200, Kuala Lumpur, Kuala Lumpur, MY
Email / E-mel: general@loominosstudio.my
Telephone / Telefon: 601126688600

Bahasa Malaysia — Polisi Bayaran Balik

Berkuat kuasa: 22 Oktober 2026. Polisi ini meliputi bayaran balik pesanan cetakan foto dan Kredit berbayar StoryBook by Loominos Studio. Baca bersama Polisi Pemulangan, Polisi Penghantaran dan Terma kami. Remedi di bawah undang-undang pengguna Malaysia tidak diketepikan. Produk diperibadikan masih tertakluk pada hak berhubung kecacatan, keterangan mengelirukan atau bekalan yang salah.

1. Keadaan bayaran balik boleh diberikan

Bayaran balik mungkin perlu jika kami tidak dapat memenuhi pesanan diterima, menerima bayaran berganda atau berlebihan yang disahkan, menerima pembatalan sebelum kerja dikomitkan, atau kegagalan produk atau perkhidmatan memberi hak bayaran balik. Mengikut keadaan dan hak undang-undang anda, remedi boleh berupa cetakan semula, penggantian, pembetulan, pengurangan harga atau bayaran balik. Kami tidak akan memaksa cetakan semula jika undang-undang membenarkan anda menolak barang dan memilih bayaran balik. Remedi berkanun tidak disyaratkan kepada pembelian tambahan.

2. Pembatalan dan cetakan diperibadikan

Hubungi kami segera untuk membatalkan. Pesanan belum dibayar boleh dibatalkan jika tiada pembayaran atau caj lain yang dipersetujui perlu dijelaskan. Untuk pesanan berbayar, kami akan menyemak sama ada pengeluaran, bahan atau perkhidmatan pihak ketiga telah dikomitkan. Permintaan pembatalan hanya disahkan apabila kami mengakuinya.

Kami tidak menawarkan bayaran balik umum kerana berubah fikiran selepas pengeluaran diperibadikan bermula atau bagi cetakan betul yang mengikut fail serta pilihan anda. Sebelum pengeluaran dikomitkan, kami lazimnya menerima pembatalan dan memulangkan bayaran diterima. Jika sebahagian kerja telah siap, kami akan menerangkan caj munasabah dan sah bagi kerja sebenar atau kos yang tidak boleh diperoleh semula sebelum bersetuju. Caj tidak dikenakan semata-mata sebagai penalti. Syarat pembatalan sukarela ini tidak mengehadkan remedi atas kegagalan kami atau hak pembatalan di sisi undang-undang.

3. Masalah cetakan dan pemenuhan pesanan

Bagi cetakan rosak, cacat, hilang atau salah, ikut langkah dalam Polisi Pemulangan. Hubungi kami secepat mungkin, sebaik-baiknya dalam tujuh hari kalendar selepas penerimaan atau pengambilan, untuk membantu memelihara bukti. Tempoh ini ialah saranan, bukan tarikh luput automatik bagi tuntutan berkanun atau pelepasan hak terhadap kecacatan tersembunyi.

Perbezaan semata-mata akibat tetapan skrin, sumber beresolusi rendah yang diterbitkan dengan tepat, pemangkasan atau kuantiti yang anda pilih biasanya bukan kecacatan pengeluaran. Namun, kami akan menilai sama ada produk mematuhi keterangan dan pesanan dipersetujui. Amaran umum tentang warna atau pemangkasan tidak mengecualikan kesilapan kami.

4. Amaun dan kos penghantaran

Untuk pembatalan penuh yang layak atau pesanan yang seluruhnya cacat atau tidak dipenuhi, bayaran balik merangkumi jumlah yang wajib dipulangkan oleh undang-undang, termasuk caj penghantaran berkenaan. Bagi masalah sebahagian pesanan, kami akan menjelaskan nilai item terjejas, pengagihan diskaun yang adil serta bahagian penghantaran jika berkenaan. Kami menanggung kos pemulangan atau penghantaran penggantian yang munasabah untuk kesilapan atau kecacatan disahkan berpunca daripada kami. Fi pemprosesan pembayaran tidak dipotong secara menyeluruh daripada bayaran balik akibat kegagalan kami.

5. Pengesahan pembayaran dan kaedah bayaran balik

Jika akaun bank didebitkan tetapi FPX masih belum disahkan, jangan terus membayar sekali lagi. Berikan nombor pesanan atau tambah nilai, amaun, tarikh dan rujukan transaksi untuk semakan. Paparan berjaya dalam pelayar bukan satu-satunya rekod pembayaran. Kami memulangkan dana yang diterima atau yang wajib dibayar balik; pembalikan transaksi gagal oleh bank mungkin dikendalikan oleh bank.

Bayaran balik biasanya ke sumber asal jika disokong. Jika pindahan bank diperlukan, kami mungkin meminta nama pemegang akaun, nama bank dan nombor akaun melalui saluran sokongan yang sesuai. Alternatif perlu akan dijelaskan. Kami tidak memerlukan kata laluan bank, PIN atau OTP. Bayaran balik tunai yang menjadi hak anda tidak akan diganti dengan Kredit kedai tanpa persetujuan anda.

6. Kredit, baucar dan pembayaran campuran

Jika Kredit ditebus pada pesanan dipulangkan, Kredit layak biasanya dipulihkan, manakala bahagian tunai dipulangkan melalui saluran sesuai. Kredit berbayar, Kredit promosi dan baucar diskaun adalah berbeza. Bayaran balik tidak melebihi nilai layak yang sebenarnya dibayar, tertakluk pada hak tambahan undang-undang. Ganjaran promosi boleh diselaraskan untuk mencerminkan pembatalan, dengan penjelasan dan tanpa melucutkan baki berbayar lain sewenang-wenangnya.

Jika pek Kredit dibeli secara tidak sengaja, hubungi kami sebelum menggunakannya. Kami akan menyemak Kredit berbayar belum digunakan, rekod pembayaran dan hak undang-undang. Penggunaan Kredit tidak menghapuskan hak atas kesilapan pembayaran atau kegagalan perkhidmatan. Tiada janji umum menunaikan ganjaran promosi. Baucar tiada nilai bayaran balik tunai berasingan melainkan dibeli atau diwajibkan undang-undang.

7. Permintaan, semakan dan tempoh

E-mel nombor pesanan atau tambah nilai, penjelasan, rujukan pembayaran dan gambar berkaitan. Sasaran kami ialah mengakui permintaan lengkap dalam tiga hari bekerja. Pengesahan munasabah mungkin diperlukan, tanpa dokumen sensitif tidak relevan atau halangan yang tidak perlu.

Selepas diluluskan dan butiran perlu lengkap, sasaran kami ialah memulakan bayaran balik dalam tujuh hari bekerja. Bank atau penyedia pembayaran mungkin mengambil masa tambahan; kami akan memberikan anggaran dan rujukan jika tersedia. Ini ialah sasaran perkhidmatan, bukan lanjutan kepada tempoh undang-undang yang lebih singkat. Hubungi kami jika bayaran belum diterima seperti dimaklumkan. Penolakan akan dijelaskan bersama saluran semakan atau aduan.

8. Hubungan dan aduan belum selesai

Anda boleh menghubungi KPDN atau Tribunal Tuntutan Pengguna Malaysia jika tuntutan berada dalam bidang kuasanya. Anda tidak perlu melepaskan hak aduan atau tuntutan sah untuk mendapatkan bayaran balik.
Loominos Studio
SSM: 201703056580 / 002620744-D
2-1 Jalan Maju 9, Kuchai Entrepreneurs Park, 58200, Kuala Lumpur, Kuala Lumpur, MY
Email / E-mel: general@loominosstudio.my
Telephone / Telefon: 601126688600